SmartaTutoring is one of the UK’s fastest-growing tutoring services, and we’re expanding our internal team with a calm, organised, people-first Customer Care + Onboarding Specialist to support the families who join our programs.
About the Role
This is a remote, part-time role working from a quiet, professional environment. You’ll be the first trusted voice families hear after joining, ensuring they feel looked after, informed, and excited for their child’s progress.
Responsibilities
Onboarding:
- Run onboarding calls for every new family
- Ensure parents and students have full access to portals, Zoom links, schedules, and support groups
- Handle all onboarding communication (messages, reminders, instructions)
Customer Care:
- Respond to all parent messages, calls, and emails
- Act as the warm, steady point of contact parents trust
- Resolve issues or communicate them immediately to the correct team member
Administration:
- Update CRM and internal systems with detailed notes
- Prepare weekly reports for management
- Coordinate with tutors, sales, and operations when escalations occur
What You’ll Need
- Excellent communication skills (clear, calm, and professional)
- Warm and reassuring personality
- Extremely organised, structured, and detail-oriented
- Ability to guide families step-by-step and remove confusion
- Proactive and able to make small decisions independently
- Comfortable with technology and new systems
- Comfortable working evening and short weekend hours
Not a Fit If You…
- Need constant supervision
- Struggle with emotional or stressed parents
- Dislike repeatable workflows
- Avoid admin or updating systems
- Struggle with fast response times
- Are uncomfortable with tools like CRMs, Slack, or online platforms
- Only want daytime hours
Compensation and Benefits
- Part-time paid role with competitive hourly rate (£13.00-£15.00 per hour)
- Performance bonuses based on response time, onboarding completion, and parent satisfaction
- Future growth opportunities
- Work from home
- Full training and templates provided
How to Apply
Send your CV and a short note to jobs@smartatutoring.co.uk with the subject line: Smarta Customer Care Role – [Your Name]